Virgin Media Community

[Peoblackrat]

Hi, have just tried to install the wife's virgin SIM to my old phone, Moto g5 plus and there's no signal. Tried to manually select Virgin mobile network and it states is not allowed. Any ideas?

[Alex_RM]

Hi Peoblackrat,

Thanks for posting and welcome to our community 🙂

Sorry to hear you're having some issues with the phone, can you confirm if this is a new SIM we've sent you?

Alex_Rm

[Peoblackrat]

Hi, no its a previously issued SIM, previous phone not working well so tried transferring it to the moto

[Alex_RM]

Can you confirm if that handset was from us or another provider?

Alex_Rm

[Peoblackrat]

Nope, it was a private handset, SIM only from Virgin mobile.

[Kath_F]

Hi Peoblackrat, 

Thanks for coming back to us on this one. 

It's possible that the handset may be locked to another network. Have you ever used a VM SIM in the handset successfully before? 

The handset you usually use, are these the same issues you're having with the Moto? 

Let us know. 

Thanks, 

[Peoblackrat]

Hi, no, it's unlocked and has been used with Sims from several providers, I don't believe a VM SIM has been in it before though. I do not get an error message, just no network connection signal

[Kath_F]

Hi Peoblackrat, 

Thanks for sticking with me on this one. 

Do you have another VM SIM card that you can try in the Moto device to see if this allows you to connect to our network? 

If not, the only thing I could suggest is a replacement SIM card. 

Pop back and let us know. 

Thanks,